Key metrics in a BPO

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Across
  1. 1. measures how satisfied a customer is with the service provided
  2. 4. measures customer loyalty on a scale of 1-10
  3. 5. measure how often customers call back for the same issue
  4. 7. measures the percentage of customer issues resolved on the first attempt
Down
  1. 2. tracks mistakes made by customer service agents
  2. 3. measures how easy it is for customers to get their issues resolved
  3. 6. tracks the average duration of a customer interaction